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The purpose of this document is to describe the process of performing a refund.
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| Customer refunds are performed from the Order Review page. |
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- One quick method is to use the "Find Order" widget on your home page. (if you do not see this on your home page, click and drag the magnifier icon from the top right side of the page to a blank area on your screen.)
- Or by navigating directly to the Order Review page by clicking on Operations on the main menu then Order Management the click on "View all orders (in any stage)":
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| Operations → Order Management → View all orders (in any stage) |
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Refund Options
The Refund page will contain the following Options:
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| "Skip notification to customer of refund." | Select this checkbox if you do not want UltraCart to send the customer a refund email notification. | |||||
| "This refund was processed externally. Record as a manual refund." | Select this checkbox if you have performed the refund outside of Ultracart and only need to update the order to reflect the externally processed refund.
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FAQ
Question: How did the refund process for the order without the full CC details being on file?
"I recently processed a refund (the processor in this case was PayPal) for an order that was more than 60 days old and was not associated with an auto order, so the CC had already been purged down to the last 4 digits.
Answer: "We will truncate the card information after 60 days, but that does not necessarily mean that the transaction can not be refunded. That is dependent upon the financial institution's policy. PayPal may have a longer refund window for a transaction than a traditional merchant account."
Question: I Processed a refund at my payment gateway. Now how do update the UltraCart order to reflect the refund?
Answer: (this applies to all refund options)
You will find a check box field in the options section of the refund editor. It's located approximately halfway down the page and just below the "Merchant Comments" field with the label; "This refund was processed externally. Record as a manual refund."
Select that check box then submit the refund. Your order invoice will now reflect that the refund was processed externally. To check your work, view the transaction history for the order and you'll see a new transaction specifying the Manual Refund.
Question: We recently changed credit card processing gateways and now when I try to perform a refund the transaction fails, why?
Answer: Only the gateway that the processed the original authorization will accept and process a subsequent refund. You will either have to process the refund through the original gateway or cut a check for the refund amount and mail it to the customer. You may be able to configure the old gateway in the rotating gateways as a backup gateway and then process the refund from UltraCart. If this scenario you will need to configure the new gateway with 100% of the traffic in the rotating gateways configuration so that all new orders are processed through the new gateway.
Related Documentation
Understanding Period Sales reports and refund reporting